We are a business to business seller of raw materials. By making a purchase from our company and our company website you are considered a business user and agree with the following:
You can pay for your purchases securely and easily online. We accept all major credit cards through our secure payment processing partners PayPal and Google Checkout. You do not have to have an account with either merchants to do this, but with Google Checkout you will need to set one up at the time of purchase; however it is quick and easy to do so. You can also pay by cheque or postal order, or we can process your credit / debit card information over the phone.
Returns & Cancellations
As a business to business wholesale website, Naturally Balmy is not bound by the terms of the distance selling regulations. If you need to cancel your order please contact us in writing within 24 hours of receipt of your order confirmation e-mail (or, for express orders, within 2 hours after the purchase). After this time, your order may have gone out, so shipping costs cannot be refunded. The return would also be at your own expense. See below for further return terms & conditions.
Returns are entirely at our discretion. Due to the nature of the products we offer we cannot accept returns on opened or otherwise used items unless the product is genuinely faulty, which we will need to investigate thoroughly. Regrettably, we cannot accept returns on opened fragrances, flavours & essential oils under any circumstances once opened, as smell is highly subjective, and varies for each individual. All sample sizes of products are non-returnable/refundable.
If we have authorised a return, purchases may be returned within 5 working days from the day they are received providing they are unopened, unused and undamaged. If a refund is required (rather than an exchange or credit), we reserve the right to charge a 15% restocking fee for any returned items which require us to re-measure them. This is due to the fact that every product is measured or weighed to order, so the restocking fee covers the time and cost of preparing the goods to order, processing the return and restocking the pre-measured items. You will be responsible for the return shipping costs and original postage fees. If you return an entire 'Free Shipping' order (whereby no shipping was charged) we reserve the right to charge the cost of shipping the items to you and will deduct that cost from your refund. You are also responsible for any loss or damage the return post may incur, so it is recommended that you use a signed for service and pack the goods well.
Please note, bespoke / pre-made products such as our Wholesale Lip Balms cannot be returned. Please let us know before you return any goods by using the contact form on the website or by email to: firstname.lastname@example.org. Please return goods to: Naturally Balmy, 8 Benson Road, Nuffield Industrial Estate, Poole, Dorset BH17 0GB.
No refunds whatsoever can be given on products / services more than 30 days after original purchase (including safety assessments).
Exchanges / Store Credit
We are pleased to be able to waive the restocking fee on your return if you only require an exchange or store credit rather than a refund. However, shipping charges are still non-refundable, and extra shipping will need to be paid for if required.
Order Discrepancies / Errors
Any discrepancies in your order need to be reported to us within 5 working days of receiving your order, otherwise regrettably we cannot offer any reimbursements or adjustments.
All information provided on this website should be considered as general guidance only. We strongly recommend running small scale trials before undertaking any larger scale manufacture of products.
Our products are sold as is and we do not make any claims regarding the use or performance of the products. The ordinary or otherwise use of our products is outside our control, no representation or warranty, expressed or implied, is made as to the effects or results of such use, including damage or injury. Naturally Balmy Ltd expressly disclaims responsibility as to the ordinary or otherwise use of our products. Furthermore, nothing contained herein should be considered as a recommendation by Naturally Balmy Ltd as to the fitness for any use. The liability of Naturally Balmy Ltd is limited to the value of the goods and does not include any consequential loss. This applies in all cases, even ones arising from our error. The user of the products is solely responsible for compliance with all laws and regulations applying to the use of the products.
We are pleased to be able to offer our products in very low volumes/quantities, so for this reason we are unable to send free samples. If you would like to trial a product, please ensure that you purchase our products in low quantities first to see that they are fit for your intended purpose.
As we offer goods that enable the user to create their own products for re-sale, it must be stressed that it is the responsibility of the customer to ensure that these products comply with current legislation upon re-sale.
If you do not receive your order within the stated times please contact us and we will investigate. But please be aware that all delivery time frames offered are only an aim and not a guarantee, and we can’t change this. All deliveries are made via third parties and are subject to their terms and conditions. Although we make our best efforts to get your order to you as quickly as possible we are not able to guarantee levels of delivery service and timescales for delivery. Delays do not often happen but when they do, they are outside of the control of Naturally Balmy Ltd so therefore we cannot be held accountable. Refunds on delivery will occasionally be offered in exceptional circumstances, but our liability ends there and does not extend to any consequential loss as a result of delayed delivery.
International Orders & Customs
We ship to most countries, however it is the customer's responsibility to ensure that the products they are purchasing are able to be imported into their country. We cannot be held responsible for any delays in customs nor any returned or destroyed items which result from the refusal of customs to accept the goods into their country or any other shipping problems arising overseas. Please allow up to 30 working days for your parcel to be delivered, as sometimes there are delays outside of our control.
Lost or Damaged Goods
In the unlikely event that your product is damaged in transit, please contact us in writing or by email (email@example.com) within 5 working days of receipt. A photo of the damage would be needed to validate your claim. We may ask for the product to be returned to us for further investigation. We can only replace or refund the goods if the items are signed for as 'damaged'.
In the case of a delay of delivery, please wait for 15 working days from the date of your dispatch email (30 working days for International orders). We cannot be held responsible for a delay in transit, and your order won't be replaced until after the 15 working days, when Royal Mail considers the parcel lost. If your order is urgent, please use our Next Day Delivery or Premium Delivery service. We cannot be held responsible for lost parcels which have incorrect addresses provided by the customer.
If you have nominated a safe place for delivery, you are responsible for its safety. If the tracking shows delivery to your safe place, we are not responsible for any loss or theft resulting from this.
Sales / Promotions / Discounts
All promotions, sales and discounts are subject to availability and whilst stocks last. Sales may be advertised, but prices for our products are subject to change without notice. Orders placed just before/after sale periods will not be eligible for discounts - without exception. We reserve the right to refuse cancellation of an order if it is clear that it is for the sole purpose of re-ordering in order to obtain a discount that the order would not otherwise be eligible for.
We endeavour to only display products on this website which are in stock. However, all products and services are subject to availability. If your order cannot be fulfilled you will be informed and offered an alternative of accepting late delivery or a full refund. If, by mistake, we have under-priced an item, we will not be liable to supply that item to you at the stated price, provided that we notify you before we dispatch the item to you. In those circumstances, we will notify the correct price to you so you can decide whether or not you wish to order the item at that price. If you decide not to order the item, we will give you a full refund on any amount already paid for that item.